Implementation Lead in City of Westminster

As our Implementation Lead, you will be the critical bridge between Credentially's technology and our UK healthcare clients. You will lead the end-to-end delivery of the Credentially platform for organisations across NHS, private healthcare, recruitment, and urgent care settings helping them automate their staffing compliance and onboarding processes. This is a senior individual contributor role with significant autonomy. You will manage complex implementation projects, act as a subject matter expert on UK healthcare staffing compliance, and drive adoption and change management within client organisations. You'll also play an active role in shaping how Credentially scales its UK delivery function.

Key Responsibilities

• Implementation & Project Management
  • Lead end-to-end implementation projects for UK healthcare clients from scoping and discovery through to go-live and handover.
  • Own implementation efficiency and contribute to revenue retention and improvement.
  • Develop and manage project plans, timelines, and stakeholder communications across multiple concurrent accounts.
  • Configuration of the Credentially platform to reflect each client’s specific compliance and onboarding workflows, working closely with Product and Engineering where required.
  • Coordinate cross-functional delivery involving product, engineering, and customer success teams.
  • Track project milestones, identify risks early, and manage escalations effectively.
  • Own successful go-live outcomes, including timeline adherence, user adoption and early customer health indicators.
• Healthcare Staffing Compliance
  • Apply deep knowledge of UK healthcare staffing compliance requirements across NHS, private healthcare, and recruitment/urgent care sectors.
  • Guide clients through the mapping of their existing compliance processes to the Credentially platform.
  • Advise on best practice for document verification, credentialing workflows, and regulatory requirements.
  • Stay current on UK regulatory changes and proactively communicate implications to clients and internal teams.
• Change Management & Client Adoption
  • Drive organisational change within client businesses transitioning from manual to automated compliance processes.
  • Design and deliver end-user training tailored to each client context.
  • Build strong relationships with key stakeholders at all levels.
  • Identify and address adoption blockers, creating change management plans where needed.
• Internal Operations
  • Document implementation learnings, playbooks, and best practices to support team scalability in the UK market.
  • Provide structured feedback to the product and engineering teams on UK market requirements and client pain points.
  • Contribute to delivery methodology improvements.
  • Use AI tools to enhance delivery quality and efficiency across the implementation function.

Skills and Qualifications

• Essential
  • 5–8 years experience leading SaaS implementation or technology change projects within healthcare settings.
  • Demonstrable experience of the processes within healthcare staffing, compliance, and/or implementation roles in the UK.
  • Strong understanding of UK healthcare staffing compliance frameworks across NHS, private healthcare, recruitment, and urgent care.
  • Ability to translate business requirements into technical configurations, experience working with API, integration and data mapping requirements.
  • Experience in change management, helping organisations navigate process transformation.
  • Excellent project management skills with the ability to manage multiple complex accounts simultaneously.
  • Navigate complex multi stakeholder environments including clinical governance, HR, IT, and executive teams.
  • Comfortable working with AI tools in a professional context, using them to improve the quality and speed of implementation work.
  • An appetite for experimenting with AI-assisted approaches to project management, compliance research, and client communication is valued over specific tool experience.
• Desirable
  • Experience as a compliance officer or equivalent within a healthcare staffing organisation.
  • Familiarity with credentialing, DBS, right-to-work, and professional registration processes in the UK.
  • Experience in a consulting, implementation, or customer success role at a B2B SaaS company.
  • Exposure to both operational and client-facing responsibilities within a scaling business.

Benefits

• Company Culture: At Credentially, we prioritise fostering a positive and inclusive work environment where our employees feel valued, motivated, and supported. Our culture is built on our core values, and we believe that by working together toward a common goal, we can achieve great things.
• Incentive Plan: Every employee at Credentially shares in the success of the business. While you remain employed at Credentially, you will be part of the company’s MIP (Management Incentive Plan), which is share-based rather than option-based.
• 25 days annual leave (plus public holidays)
• Pension scheme (3% ER / 5% EE)
• Holiday Buy / Sell scheme up to 5 days.
• Cycle to Work scheme
• Employee Assistance Programme
• Childcare vouchers
• Car scheme
• Gym benefits and more.

Training and Development: Credentially is committed to your professional development. We will support you with opportunities to expand your skills through training courses, workshops, and conferences.